Processing Refunds

Process refunds when participants cancel or when event circumstances require reimbursement.

Refund Overview

GatherHub provides a multi-stage refund workflow with reference number tracking, proof uploads, and separate views for event managers and finance administrators.

Refund Status Flow

Refund requests progress through these stages:

Pending → Approved → Completed
       → Rejected

When to Issue Refunds

• Participant requests cancellation
• Event is cancelled
• Duplicate payment
• Overcharge correction
• Service not delivered

Refund Policy

Setting Up Your Policy

Each event has a Refund Policy text field that is displayed on the public event page. Configure this in your event settings.

Example Policy

Refund Policy:
- 30+ days before: Full refund
- 14-29 days before: 50% refund
- 7-13 days before: 25% refund
- Less than 7 days: No refund
- Processing fee: RM 5 deducted from all refunds

Participant Submits a Refund Request

Participants initiate refund requests from their registration or ticket:

1. Navigate to their order or ticket details
2. Click Request Refund
3. Fill in the refund form:

4. Submit the request

A reference number is automatically generated (e.g., RFD202602000001) for tracking.

Tracking Refund Requests

Participants can track their requests at My Refund Requests (/my-refund-requests):

• View all submitted requests
• Search by reference number
• Filter by status
• Monitor progress

Event Manager View

Event managers can view refund requests for their events.

Accessing Refund Requests

1. Go to Manage > Events > [Your Event]
2. Click Refund Requests in the sidebar
3. View all requests for this event

Dashboard Stats

The refund dashboard shows:

Search and Filter

• Search by reference number, participant name, or email
• Filter by status (default: pending)

Finance Admin Processing

Finance administrators process refund requests across all organization events.

Accessing Finance Refunds

1. Go to Finance > Refund Requests (requires finance permission)
2. View all organization-wide refund requests
3. Global stats show totals across all events

Approving a Refund

1. Find the pending request
2. Review the reason and proof of payment
3. Click Approve
4. Status changes to Approved

Rejecting a Refund

1. Find the pending request
2. Click Reject
3. Enter admin notes (minimum 10 characters explaining the reason)
4. Status changes to Rejected

Completing a Refund

1. Find an approved request
2. Transfer funds to the participant's bank account
3. Click Complete
4. Optionally upload proof of refund (bank transfer screenshot)
5. Status changes to Completed

When a refund is completed:

• A refund payment transaction is recorded
• If all tickets on the order are refunded, the order is automatically marked as refunded
• Participant is notified

Refund Methods

Online Payments (FPX/DuitNow)

For payments made via BayarCash:

1. Refund is processed manually (transfer to bank)
2. Record the refund in the system
3. Upload proof of refund
4. Processing time: 3-14 business days

Manual Payments

For bank transfers:

1. Transfer to participant's bank account
2. Mark as completed in system
3. Upload proof of refund

Proof Uploads

The refund system supports two types of proof documents:

Accepted formats: JPEG, PNG, PDF.

Reference Numbers

Every refund request is assigned an auto-generated reference number:

• Format: RFD{YYMM}{6-digit-number}
• Example: RFD202602000001
• Use reference numbers for tracking and communication

Refund Timeline

Processing Times

Factors Affecting Time

• Bank processing schedules
• Weekend/holiday delays
• Finance team review time
• Verification requirements

Best Practices

Before Processing

• Verify the refund request against your event's refund policy
• Check the proof of payment matches the order amount
• Calculate the correct refund amount (after any deductions)
• Review bank details for accuracy

After Processing

• Upload proof of refund for your records
• Monitor that all related orders are updated
• Follow up with participant if there are delays

Policy Enforcement

• Apply your refund policy consistently
• Document any exceptions with admin notes
• Communicate clearly with participants about timelines

Troubleshooting

Refund request not appearing

• Ensure the participant has submitted the request (check their order status)
• Check you're viewing the correct event's refund requests
• Verify the status filter isn't hiding the request

Wrong amount on refund

• Check the original order and ticket amounts
• Verify any policy deductions were calculated correctly
• Contact the participant to clarify

Participant disputes rejection

• Review the admin notes on the rejection
• Check the refund policy terms
• Provide documentation of the policy
• Consider making an exception if warranted

Next Steps

• View transaction reports
• Set up email templates for refund notices
• Track revenue impact